Customer Service Team Lead

Bunge•Channahon, IL

36d•$83,446 - $94,248•Onsite

About The Position

The Customer Service Team Lead will support leadership with the coaching and development of processes followed daily for employees of the BLC Customer Service Team. As well as act as an advocate for both the customer as well as for Bunge, ensuring that our customer’s needs are handled in an efficient and profitable fashion. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The Customer Service Team Lead Such will focus on the transfer and documentation of institutional knowledge and Bunge methodologies regarding the full range of sales support actives, including but not limited to: answering daily questions regarding processes, directing requests to the appropriate teams to avoid delays, creating and maintaining standard operating procedures, and collaborating with interconnected teams outside of operations. Incumbent will also be responsible to communicate long-term development goals to the representative’s leader to be coached on individual one-on-ones and suggesting customized training programs to meet the needs of current and prospective customer service team members.

Requirements

Bachelor’s degree in Business or related field
Five years of customer service experience in food ingredients, agribusiness or related field.
Experience in business processes, process improvement, systems integration, and identifying project requirements.
Ability to problem solve, organize projects, and report progress clearly
Proven track record in relationship building, training, and project management.

Responsibilities

Work with internal and external resources as needed to develop training materials, course plans and schedules and service delivery models for training for the customer service team members.
Schedule and conduct or coordinate delivery of training resources for classroom and project-based training with target audiences.
Develop and implement training evaluation methods and tools in conjunction with the HR Talent Management team to evaluate the effectiveness of training initiatives.
Field daily and common questions from the staff to guide them on daily processes.
Assist Customer Service Supervisor with escalations to resolve operational and customer issues.
Support excellent customer experiences through coordinating shipment and order changes based on delivery window, inventory availability, and fill rate requirements set by the customer.
Resolve product or service problems: clarify the customer’s complaint, determine the cause of the problem, select and explain the best solution to solve the problems, expedite correction or adjustment, follow up to ensure resolution.
Maintain a high level of professionalism at all times, creating a connection and developing a rapport with every customer to provide outstanding, personal service.
Serve as a main point of contact and liaison between the customer and internal groups such as the Commercial, Operations, Product Management, and Supply Chain teams.
Travel as necessary to Bunge facilities and customer meetings